Customer Service Manager

Page * of * Miami Beach, FL ***** 305-***-**** ac972t@r.postjobfree.com LinkedIn Online Resume

5* Luxury Hotel Resorts

Marco Cardillo

Senior Hospitality Management

20+ Years of Luxury Hotel Experience with Track Record for Leadership in Finance, Operations, Marketing, Sales, Business Development, P&L, Crisis Management, Quality and Customer Service Seasoned and innovative professional with the ability to deliver exceptional work under constant deadlines and unpredictable complications. Collaborate with key stakeholders to define requirements and develop elegant, cost-effective solutions. Adept at working across departments to ensure multiple business units meet and exceed expectations. Dynamic Hotel General Manager with an exceptional track record of increasing revenue, profit, and guest satisfaction for 5* luxury hotel resorts located in a problematic country. Highly successful in turning around difficult situations and managing joint ventures. Diplomatic and flexible when dealing with local partners and government entities with a huge capacity to resolve operational problems and incentivize staff. Adept at negotiations, possesses dedication and a very strong work ethic. A team player who motivates and inspires others to excellence.

Polyglot: Italian Spanish English German French

Italian Citizen with worldwide experience: Spain Kenya Turkey Maldives Dominican Republic Cuba

Endorsed by 183 professionals for expertise in Hotel & Resort Management / Hospitality.

Strategic Planning & Operations

Program / Project Management

Business Turnaround

Image Identity & Branding

Budgeting & Cost Control

Change Management

Analytical Decisive

Quality & Guest Satisfaction

Business Transformation

Empowering Leadership Style

Expert Negotiator

Opening Operations

Multi-disciplined leader

Ingenious Problem-Solver

Relationship Builder

Innovator

Testimonials

“MARCO IS A STRATEGIC LEADER, COMMITTED, willing to do whatever it takes to make the organization successful. Marco is an efficient and consummate diplomat and is one of the few people in the hospitality industry who can be called a true hotelier.” –Wolfgang Hedderich, Chairman bei Hesam GmbH & Tourism Consulting

“THANK YOU VERY MUCH FOR YOUR GREAT assistance and hospitality during my recent trade mission to Cuba. I appreciate all of your hard work and accommodations in making our visit a success. Our mission was not only a tremendous stepping stone for New York’s relationship with Cuba but also a critical step in our efforts to open the door to new markets for New York businesses. I was glad to have the chance to explore new economic partnerships and opportunities, continuing our commitment to help businesses grow – both in New York and on the international stage.” –Andrew Cuomo, Governor of New York

“THE SARATOGA HOTEL, WHICH MARCO MANAGED, IS WIDELY acknowledged as the best-run hotel in Havana. On Multiple occasions CNN sent high-level executives, anchors and important clients to stay at the Saratoga because we knew that we would be well cared for there. I was always impressed by the professional, efficient way that Marco and his team attended to our requests during those visits.” -Patrick Oppmann, CNN Numerous accolades have been received from world renowned celebrities such as Madonna, Kings, Governors and other dignitaries.

Relevant Career Experience

MANAGING DIRECTOR EXECUTIVE BOARD MEMBER 2006 - 2018 2016 - Present HOTEL SARATOGA SARATOGA RESOURCES

Purpose and Scope: 96 room, 5 star luxury hotel located in the old city, a joint venture between Coral Capital Corporation & Habaguanex S.A. Broad and diverse responsibilities encompassed all aspects of sales, marketing, business development, budgeting, strategic planning, staff development & training, supervision, guest relations, negotiations, and operations. Responsible for all capex new investments. Page 2 of 2 Miami Beach, FL 33139 305-***-**** ac972t@r.postjobfree.com LinkedIn Online Resume Organizational Impact Contributions:

Based on superlative performance, hotel has received numerous awards from Trip Advisor. Conde Nast ranked the hotel in its ‘TOP BEST HOTELS OF THE AMERICAS’ (the only hotel in the country ever to be mentioned to date).

Recognized for attaining the highest RevPAR in the country.

Committed to quality customer service that builds trust, captures new business, and creates new revenue streams. Establish and maintain long-term, loyal business relationships. Solid presentation skills and power of persuasion help eliminate roadblocks and get to ‘yes’ quickly.

Serve as Executive Board Member of Saratoga Resources, owner of Hotel Saratoga, 2016 - Present. Saratoga Resources is the foreign owner of the successful joint venture Hotel Saratoga. Represent the interest of Saratoga Resources to the Cuban partner.

HEAD OF CARIBBEAN AMERICA July - December 2018

ION CARE

Purpose and Scope: Hired to manage marketing and business development functions. The core business of Ion Care PTE LTD is the world renowned Champalimaud Center, a state-of-the-art center for cutting edge advanced cancer research in Lisbon, Portugal. In addition, assigned to develop a multi-million project for a Caribbean resort in Antigua, encompassing a luxury hotel, casino, marina, and luxury villas.

GM 2002 - 2006

MARITIM PANORAMA HOTEL HAVANA

Purpose and Scope: Recruited to spearhead pre-opening and start-up operations of the 1st Caribbean hotel of the German Hotel chain. Provided technical expertise, operational leadership and administrative acumen in all areas of a 317-room hotel. Recognized for consistent success in developing systems, processes, and procedures to streamline hospitality operations, improve processes, and enhance performance.

Organizational Impact Contributions:

Positioned and opened the hotel after 3 years construction delay.

Recruited and developed an effective and skillful management team of departmental leaders capable of propelling the hotel to a strong opening.

Established partnerships and negotiated all contracts. Previous positions include:

GM VENTACLUB CAYO GUILLERMO TRYP CAYO COCO LTI TUXPAN RESORT VARADERO Cuba AREA TOUR OPERATOR MANAGER VIAGGI DEL VENTAGLIO Maldives Dominican Republic TOUR OPERATOR REPRESENTATIVE FRANCOROSSO VIAGGI DEL VENTAGLIO Spain Kenya Turke Education & Training

MASTER’S DEGREE – HOTEL MANAGEMENT (EQUIVALENT) Glion Hospitality Management Institute Leysin, Switzerland 1992 European Version Similar to Cornell University in NY, USA ECONOMICS DIPLOMA (EQUIVALENT TO BACHELOR’S DEGREE, CERTIFIED ACCOUNTING) Instituto Tecnico per Ragionieri Cassino, Italy

REFERENCES AND FURTHER DATA PROVIDED UPON ESTABLISHMENT OF MUTUAL INTEREST

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